How to Develop a Luxury Client Experience
We’ve talked a lot about there being a shift in the market lately. Getting people in the pipeline feels more difficult than before, making sales is taking a little longer, and marketing feels harder to understand. So, what can we do about this market shift? How can we set ourselves up for success?
We have two words for you, “client experience.” The best part? Your client experience is something you have control over and when done correctly, it can have a huge impact on your business moving forward. In this blog, we talk about the importance of your client experience and how to ultimately develop that will set you up for success, especially in this market.
Why client experience is important and how it sets you apart
Why is client experience so important? It’s important because emotions impact decision making. How you make someone feel actually plays a role in whether or not they purchase from you. Not to mention, how they feel during the process of actually working with you will ultimately tell the rest of the story. Will they work with you again? Will they refer you?
The client experience involves every single stage of the customer journey, even from the very first time they stumble across your social media or website. Basically, you want to think of all the different channels, and outlets prospective customers and clients have access to and might interact with you, and focus on the experience they get from all of those things.
Social media and your website client experience
There are a few quick things you can do to make sure your client experience feels luxurious on both your social media and website.
On social media, it’s important to engage with your community. Reply back to comments, spend some time in your DM’s, reach out to people in your space or who resembles your ideal client. You’d be surprised by the amount of connections and conversations you’ll make by spending 10-30 minutes researching and sending thoughtful DM’s.
As for your website, at the most, spend some money and have a web designer professionally build your site. A web designer will have the knowledge to build out a website that is very user friendly and has a nice flow. At a minimum, make sure all your buttons work, that your site is mobile friendly, and that your web copy is clear and concise.
Sales to Onboarding
Presales and sales is the next part of the customer journey that you’ll really be able to shine. Make it easy for people to inquire about your services. Put a contact form on your website that includes as much information as you’ll need to have an effective email or discovery call. Another easy way to impress is that if your form states a timeframe in which they can expect a response from you, always follow through on that promise.
Inside The Incubator, we provide our clients lead capture form templates for Dubsado, teach them how to create workflows to automate the entire inquiry process, including multiple workflows for approving or denying leads, and we outline all canned emails to write so that all they have to do is add a little personalization.
After your discovery call, you can now create a proposal for your prospective client. In this proposal, really showcase what you learned from the call. Take note of their pain-points and include those pain-points in your proposal with your solutions.
Next is onboarding, you want to make onboarding as easy as possible for clients. This means having a streamlined way of sending their proposal, contract, and invoice, and getting those to them in a timely manner. If it’s possible to send them during the same day, that would be great. However, always communicate when they can expect something, and then follow through.
Check-ins and Offboarding
Communication is key. Keep your client informed throughout every step of the process. Over-communicate if need be. It’s better to have a client tell you, “I don’t need to know everything that’s happening”, than “Why haven’t I heard from you in a week?!”
Stick to the deadlines you’ve set for projects or tasks, and exceed them when you can. If a client says to have something to them by Friday, aim for Wednesday if possible.
When it comes to offboarding, you should think about ways you can keep your luxury experience even when you’ve completed their project. Some super simple ways you can accomplish this are by:
Sending a handwritten thank you note
Sending a small gift card
Sending a celebratory card for their birthday or important milestones
Sending a check-in email after 3-6 months
These are small actions that can really make a lasting impact on your clients because it shows that you care about them. They may even come back later to work with you again, and they’re more likely to recommend you to friends in their circle.
Learn how to do all of this and more inside the Incubator
Here’s the thing. It’s one thing to read a blog about what you need to do in your business to finally make some shifts, but then actually doing it is another thing. Why not cut out all the second guessing? In the Incubator, we literally walk you through all of this step by step. Our clients come to us overwhelmed, burnt out, and feeling stuck about their next steps. After a couple of months in the Incubator, we’ve had clients more than double their income, take vacations without working and booking their services with their most dreamy clients.
Want to learn more? We don’t blame you! Head here to apply, it’s free and takes less than 10 minutes. Your application lets us know more about you, your business stage and goals. Then go DM us and let us know you applied so we can say hey!
